AI-enabled next-generation WFM revolutionizes the workforce paradigm

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Dublin, June 28, 2022 (GLOBE NEWSWIRE) — The “2022-2023 Workforce Optimization / Workforce Engagement Management Product and Market Report” report has been added to’s offer.

Artificial intelligence, automation, analytics, digital transformation, self-service and much more are changing the entire service world. The list of innovations that have come to market in recent years is long, but it is just the beginning of what is expected to be delivered as part of the new AI-enabled WFO/WEM applications.

Next-generation WFM with AI functionality revolutionizes the workforce paradigm
Next-generation Workforce Management (WFM) solutions perform the classic functions of a WFM application; however, the standout and exciting element of next-generation WFM is that employees have direct input and participation in every step of the planning process. Employees can even make changes without penalty after a schedule has been generated.

Human resources administrators/supervisors also benefit from the new generation of WFM, as these solutions significantly reduce the time it takes to manually enter agent schedules and changes into the system, allowing them to focus their efforts on optimizing department performance.

This positively impacts the customer experience (CX) and improves the culture and performance of the contact center or other departments using the WFM solution, improving business outcomes.

Artificial intelligence (AI) is a key driver for many of the developments in WFM solutions. AI makes it possible to manage the complexity associated with forecasting and scheduling digital channels – concurrency, asynchronous transactions, elapsed time, cross-channel interactions, etc. It increases the accuracy of predictions and allows the application to automatically the optimal algorithm for each situation to be selected. AI is used for real-time adaptive planning, which improves accuracy, flexibility and fairness. It also facilitates the handling of vacation scheduling, paid time off (PTO), voluntary time off (VTO), overtime (OT), contraction forecasting, and much more. Going forward, DMG expects predictive analytics to be used to align WFM recommendations and schedules with contact center core routing and queuing engines to improve the customer and agent experience while increasing productivity and lowering costs.

The report includes:

  • Overview of the functional components that make up a WFM solution, including core and optional modules offered in the 5 recommended WFM suites, and high-level functional capabilities

  • Market, business and technology trends and challenges that drive business investment and influence product development

  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 -18 months

  • Exploring the methodologies and applications of the next generation WFM and why it is a requirement to support the transformational changes needed in contact centers now and in the future

  • In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and vacation/leave management, eLearning/meeting management, and performance reporting

  • How AI will change and improve contact center technology and operations in the next 5-20 years

  • Exploring WFM capabilities for back offices and branches and opportunities to adopt WFM across the enterprise

  • WFM analysis of market activities, acceptance rates and market growth forecasts over 5 years

  • Review and assessment of the WFM’s competitive landscape

  • Vendor pricing for on-premise and cloud-based WFM deployments of voice and digital channel, for core forecasting and scheduling plus incremental costs (if applicable) for intraday management, real-time compliance, agent self-service, vacation/time-off management, eLearning/meeting management, long term strategic planning, hiring management, workplace allocation, gamification, mobility, back office and branch WFM

Main topics covered:

1. Summary

2 Introduction

3. DMG Consulting research methodology
3.1 Report participation criteria

4. Workforce Management Suites Defined
4.1 Overview Supplier Suite Workforce Management
4.2 High-level functional overview

5. Trends and Challenges in Human Resources Management
5.1 Trends in Human Resources Management
5.2 Human Resources Management Challenges

6. People management Market innovation
6.1 New product features
6.2 Future improvements

7. New Generation WFM
7.1 Omni-channel requirements
7.2 Omni-Channel Forecasting and Planning
7.3 Real-time intraday management and intelligent adaptive scheduling
7.4 Real-time compliance
7.5 Shrinkage
7.6 Long-term planning
7.7 The homework/hybrid staffing model
7.8 Workspace Allocation
7.9 Hiring Management

8. Agents’ experience
8.1 Agent self-service
8.2 Gamification
8.3 eLearning/Meeting Management
8.4 Dashboards, reporting and KPIs

9. AI: the “brain” of the operation

10. WFM for the enterprise: back office, branch and more
10.1 Back office/WFM branch
10.2 Using WFM Across the Enterprise

11. Analysis of Human Resources Management Market Activities
11.1 Validating Market Numbers
11.2 WFM Market Share Analysis

12. WFM Adoption Rate

13. WFM Market Forecasts

14. WFM Competitive Landscape
14.1 Business Snapshot

15. People Management Supplier Satisfaction Analysis

16. Prizes
16.1 Prices for a 250-seat WFM solution
16.2 Pricing for a 250-seat cloud-based WFM solution

Named companies

  • Alvaria

  • Authority software

  • Calabria

  • NICE

  • playvox

  • Puzzle Ltd.

  • Verint Systems

For more information about this report, visit

CONTACT: CONTACT: Laura Wood, Senior Press Manager [email protected] For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900

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